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If you’re serious about making your investment in new tech work for you, it’s time for a conversation.
By Scott Aldridge, Director, PrimeTel · Updated November 2026
Time is money, so imagine how I felt learning that fee earners at legal firms across England and Wales lose an average of 4 billable hours a week on administrative challenges, cumbersome manual processes and inefficient time-recording tools.
4 hours a week; that’s 16 hours per month per fee earner.
So, how many fee earners do you have? 10 fee earners mean you’re losing 160 billable hours every month.
Now, I’m not suggesting that you’ll be able to turn every single one of those hours into something billable, but we can all agree that your fee earners shouldn’t be spending a fairly significant portion of their workdays on admin, which got me thinking…
Where is time wasted, and what can you do about it?
Imagine this: it’s twenty to six on a Thursday. A fee earner comes off a 25-minute call with a client. They know what should happen next: an attendance note, a time entry and an update on the matter.
None of it happens yet, because the phone goes off again. Then an urgent email lands in their inbox, and a colleague appears at their door with a question. By the time they get back to writing their attendance note, it’s Friday morning. The note is four lines written from memory, and the 25 minutes has become 0.2hrs on their timesheet; close enough.
Down the corridor, reception has three calls waiting. One is a new enquiry from someone who found the firm on Google and wants advice about a dispute with their landlord. It goes to voicemail, and they call the next firm on the list.
Upstairs, a secretary is typing up a call recording from Tuesday. And a client has just sent a WhatsApp to a trainee’s personal mobile asking when they need to sign, a message nobody else at the firm will see.
Sound familiar?
Weeks like these are common in firms we talk to. Fee earners are busy with client work, so the admin gets pushed back and then crammed in before the weekend.
But this isn’t about just one missed time entry, or a voicemail that goes unanswered. It’s the cumulative effect of all the small administrative jobs that get pushed aside when the day gets busy.
Calls need logging, attendance notes need writing, voicemails need chasing, recordings need transcribing and messages need passing on.
All the while, client information is scattered across phone systems, inboxes, messaging apps and your PMS, leaving someone to piece it all together.
None of these are particularly time-consuming jobs on their own, but when repeated over and over every day, across an entire team, it soon adds up.
The real question? How much of this time could you simply eliminate by properly integrating your comms systems with the PMS you already use?
Here’s how you can cut down on weekly wasted time
This whole thing got us thinking that there must be a better way.
At PrimeTel, we help legal firms find technology that makes a measurable difference to how they operate. GoTo Connect is one solution we’ve been recommending to practices who are looking for a better way to handle their call admin.
What is GoTo Connect?
GoTo Connect is a cloud-based business communications platform that brings phone calls, messaging and call management together in one convenient place. It gives your team the tools required to handle incoming enquiries, communicate with clients and keep track of conversations without relying on a traditional phone system and a patchwork of separate tools.
For legal firms, GoTo Connect really shines when you connect your disparate comms tools with your PMS. Rather than treating every call as a separate task, everything is automatically connected and logged, helping reduce manual admin and keep important information accessible.
It’s designed specifically to give you those wasted hours back. When integrated with your PMS, GoTo Connect allows you to:
- Automate call logging to reduce manual data entry and make it easier to keep records of client conversations
- Access call recordings, transcripts and AI-generated summaries without spending time transcribing conversations or tracking down notes
- Manage client communications more efficiently with built-in tools for handling calls, voicemails, SMS and WhatsApp messages directly in the GoTo platform
- Handle incoming calls more effectively with intelligent call routing and receptionist tools that help direct clients to the right person
- Connect communications with your PMS to bring relevant client interactions closer to the matters your team is working on
All of this in a single platform. Not bad!
Is GoTo Connect right for my firm?
That depends on how your practice currently manages its communications.
If your team is still logging calls manually, relying on colleagues to transcribe recordings, using outdated legacy telecoms systems, or switching between different apps to piece together client conversations, you may be a perfect fit.
It’s particularly relevant for firms where fee-earner time is valuable, call volumes are high or reception and administrative teams spend significant time managing communications (which, as we understand it, is pretty much every firm on the planet!).
Before making a decision, consider:
- How much time does your team spend logging calls, recording time and updating matter records?
- Can fee earners easily access previous client conversations, including voicemails and messages?
- How are incoming calls handled when reception is busy, or the relevant person is unavailable?
- Does your current phone system integrate with your practice management software, or do staff have to copy and paste things in manually?
- Would the potential time savings and operational improvements justify the cost of changing your communications setup?
GoTo Connect offers specific integration capabilities with Clio. If your firm uses another practice management system, the available integrations and features will need to be checked against your existing setup.
Now, the solution isn’t for everyone; it’s our job to help you make this decision.
How can PrimeTel help?
At PrimeTel, we help legal firms find telecoms technologies that make the everyday easier.
We’ll get to know you, your firm and the types of clients you serve. We’ll also take a deep dive into your current PMS and the systems it integrates with.
Equipped with these important details, we’ll be better able to recommend the right course of action (this might be to change nothing – we’ll never suggest you switch if it’s not going to deliver real commercial benefits).
So, let’s talk. It costs you nothing, and it could save you a fortune.